Problem with Insurance coverage replacement

My son's phone stopped connecting to data. After going to the store and then spending 2 hours on the phone with tech support, they couldn't fix it. They told me to go through insurance.  I couldn't get into the insurance system because it claimed my PIN was wrong (even though I used it multiple times to get through to customer service). Finally, they said they could do a warranty exchange at the store. I asked multiple times if the cracked screen would be a problem and they said it wouldn't.  It worked fine on wifi, so that was obviously not the problem. I went to pick it up and they wouldn't exchange it because of the cracked screen, so either they flat out lied on the phone or the agent was just an idiot. Not sure which.  I then tried to get through to insurance online but it told me I had to call. The t mobile agents were no help either.  I finally managed to get his texts to work on wifi (they weren't working that way for a while) and was able to get through all the ridiculous insurance stuff with a one time code.  Honestly, I am totally ready to switch back to Verizon now. I had them for 10 years and made an insurance claim once. It was super easy and I got a new phone and not a refurbished one. The people in the stores were totally useless too.  I had been; relatively happy with t mobile when I didn't have a problem, but as soon as there was a problem, they pretty much sucked.